NiCE Employment Engagement Manager (EEM): Intelligent Automation for Intraday Management
Overview
In today’s dynamic contact center environments, workforce management (WFM) is no longer just about forecasting staffing needs and setting static schedules. It’s about navigating constant intraday change—agent absenteeism, unexpected call spikes, under-forecasted volumes—that disrupt service levels, inflate costs, and degrade customer satisfaction.
Manual intraday management approaches struggle to keep up. Most contact centers still lack the automation to identify and respond to real-time staffing variances. As a result, overstaffing leads to idle time and excess costs, while understaffing drives burnout, overtime, and lower CSAT scores—ultimately increasing churn.
NiCE Employee Engagement Manager (EEM) transforms this paradigm with intelligent automation purpose-built for intraday workforce optimization. By proactively bridging demand gaps, streamlining agent communication, and enabling true self-scheduling, EEM empowers contact centers to act with precision and agility—down to 30-minute increments.
With 24/7 self-service tools, instant shift trades, adherence alerts, KPI transparency, and real-time scheduling flexibility, EEM delivers measurable ROI: reduced staffing variances, less manual processing, improved occupancy, and higher employee engagement. Discover how EEM strengthens employee autonomy while optimizing operational performance—ensuring every agent is doing the right thing at the right time.
